Contact Center Team Lead

2 days ago

Makati City, National Capital Region, Philippines Kalinga Klinika Full time ₱1,500,000 - ₱3,000,000 per year

Job Summary:

As the Team Leader of our in-house call center operations supporting our hospital client, you will play a crucial role in ensuring the smooth and efficient functioning of our team. You will lead a team of customer service representatives across various shifts to provide excellent support to patients, caregivers, and hospital staff. The ideal candidate must have strong leadership skills, a deep understanding of call center operations, and a commitment to delivering exceptional customer experiences across multiple communication channels.

Key Responsibilities:

· Lead and manage a team of customer service representatives to ensure the delivery of high-quality support services to our hospital client and their stakeholders.

· Develop and implement strategies to optimize team performance, efficiency, and productivity in a 24/7 operational environment.

· Provide coaching, training, and ongoing support to team members to enhance their skills, knowledge, and performance.

· Monitor team performance metrics, including call quality, response times, and customer satisfaction, and take appropriate actions to address performance issues and improve outcomes.

· Collaborate with internal stakeholders, including operations managers, training coordinators, and quality assurance teams, to identify areas for improvement and implement solutions to enhance service delivery.

· Handle escalated customer issues and complaints in a timely and professional manner, ensuring resolution and customer satisfaction.

· Maintain a thorough understanding of the hospital client's policies, procedures, and services to effectively address inquiries and provide accurate information to callers.

· Ensure compliance with company policies, procedures, and industry regulations, including HIPAA/DPA guidelines, to protect patient privacy and confidentiality.

· Generate and analyze reports to track team performance, identify trends, and make data-driven decisions to improve operations and service delivery.

· Foster a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement.

Requirements:

· Bachelor's degree in Business Administration, Management, or a related field preferred.

· Proven experience in a leadership role within a call center environment, preferably supporting healthcare or hospital clients.

· Strong leadership abilities with excellent communication, interpersonal, and problem-solving skills.

· Ability to manage a team in a fast-paced, 24/7 operational environment with shifting priorities and high-volume call traffic.

· Proficiency in using call center software, CRM systems, and other relevant technology platforms.

· Knowledge of multi-channel communication platforms, including phone, email, chat, and social media.

· Familiarity with DPA regulations and healthcare industry standards preferred.

· Willingness to work flexible hours, including evenings, weekends, and holidays as needed.

Job Type: Full-time

Pay: Php25, Php30,000.00 per month

Benefits:

  • Company events
  • Employee discount
  • Flexible schedule
  • Health insurance
  • Life insurance
  • On-site parking
  • Opportunities for promotion
  • Paid training

Work Location: In person

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